Customer Services Officer

Job Responsibilities:

Visitor Assistance

• Greet and assist mall visitors in a friendly and professional manner.
• Provide accurate information about mall facilities, store directories, promotions, and events.
• Assist with directions and general inquiries from tenants and shoppers.

Tenant & Stakeholder Support

• Respond to tenant requests or complaints in a timely manner.
• Liaise with mall management to ensure tenant concerns are addressed.
• Facilitate communication between tenants and other departments as needed.

Complaint Handling & Problem Resolution

• Receive, document, and resolve customer complaints according to mall policies.
• Escalate complex issues to supervisors or relevant departments.
• Maintain records of customer interactions and follow-ups.

Operational Support

• Monitor and maintain cleanliness and safety in the customer service area.
• Assist in mall events, promotions, and public relations activities.
• Support emergency procedures and provide guidance to visitors during incidents.

Administrative Duties

• Maintain daily logs, reports, and records of customer interactions.
• Update information boards, directories, and digital kiosks as required.
• Handle lost-and-found procedures, including documentation and communication.

Job Requirements:

• Diploma or Degree in Hospitality, Business, or related fields.
• 1-2 years of customer service experience, including 1 year in a leadership role.
• Good leadership, communication, and problem-solving skills.
• Fluent in English and Malay; Mandarin is an added advantage.
• Experience with redemption systems and reporting tools.
• Possess a valid First Aid Certification (preferred).
• Willing to work shifts, weekends, and public holidays.
• Neat, well-groomed, and friendly appearance.